Proactive Problem Management Implementation

[YXH]

Hi. Our company has a pretty good foundation and process in place for Reactive Problem Management so I have been asked to help move organizations along with more Proactive Problem Management.

Has anyone been involved with this before and possibly already have a project plan or training presentations that they'd be willing to share that I can possibly tweak for my needs. This would be very helpful to me so I am structured and think about all the steps.

I'm trying to not be tool focused since I'm with a big company and it won't be possible that everyone can use the same toolsets so I was hoping for something more around the basic Proactive PM activities like trending analysis, compliance metrics, etc.

Thanks in advance for any info. I'm sure I missed a lot of details because I was anxious to get this request out there.

[Diarmid]

It's good not to be "tool focussed" for problem management in all circumstances. Pro-active problem management is about having a strategy to focus on service components and infrastructure in alignment with the business' use (and intended future use) of the services, in order to anticipate what might be detrimental to the services in the future.

In fact, don't even think about tools until you have established policies and objectives.
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"Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718

[Boydness]

Is the questions related to which metrics to measure to identify the best use of your resources towards resolving the problems proactively, so that you can create the process and procedures to foster the identification of the specific areas to focus your resources?

My thought is if you are doing problem management correctly, your reactive problem management should already have the ability to proactively identifying your problems.

You are reviewing your incidents on a regular basis, correct? Do you review the previous day incidents? A weekly roll-up discussion and trending with the Incident Manager and respective Program Managers?



Boydness